Order, Shipping and Refund

How do I place an order?

  1. Click the shopping cart icon on the product category page or the "add to cart" button on the product details page to add the product to your cart.
  2. If you want to change or remove products, click on the shopping cart icon on the upper right hand corner to view your shopping cart.
  3. Click ‘Go to checkout'.
  4. Enter your shipping and billing details. Then choose your preferred payment method and delivery mode.
  5. Click ‘Go to payment’ to complete your order with our secured payment. Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation.

How can I cancel or edit my order?

Our ordering process is very smooth and we start to process your order as soon as we receive it. If you wish to cancel your order, please contact arabiastore@iittala.com as soon as possible, and we will check the status. Please note that the amount of ordered mugs cannot be edited after the order has been made. If cancelling is too late, please note that you have 14 days to return your order - please check "returns and refunds".

Can I order by phone

We’re unable to accept phone orders but we’re happy to assist you in placing an online order. Kindly contact our Customer Service at arabiastore@iittala.com. We are open 24 hours on the sale day.

What payment methods can I use?

The webstore accepts Visa and Mastercard credit cards. We use Checkout Finland (part of OP Bank Group) as a payment service provider, meaning that you will be transferred to Checkout's secure payment gateway to complete your order, and Checkout Finland is also the receiver of your payment.

Shipping and Deliveries

We deliver to all European union countries, approximately in 6-8 days of the purchase. The order will be delivered either to the closest pick up point or to your door (GLS or PostNord), and the delivery cost is 9,90 €. When ordering to Finland, we deliver to Posti and Matkahuolto and Smart Post pick up lockers. The cost is 4,90 € for delivery. 

Returns and refunds

For all products ordered from our web store, you have a right of return and refund during a period of fourteen (14) days from the day you receive your order. In case you want to return a product during the withdrawal period, please contact our Customer Service (arabiastore@iittala.com) indicating that you wish to return product(s) in your order. Please indicate your name, the products you wish to return as well as the order number and date. Our Customer Service will give you further instructions on how to return the products. You must return the products to us without undue delay and you will be responsible of the dispatch cost unless the products are damaged in delivery. Products need to be unused.

How long will my refund take

As soon as we've received the product(s) back and validated the return, we'll process your refund. We'll email you when we've refunded your payment to your credit/debit card. You should receive your refund within fourteen (14) days after we receive the items.

What if the products received are damaged?

We're sorry for the inconvenience. Please contact our Customer Service (arabiastore@iittala.com) and we will assist you. Indicate your name, order number and products concerned. Attach an image of damaged products - we aim to replace a damaged product. You can find the order number in the order confirmation and shipping confirmation emails we’ve sent you.